Remote Quality Assurance Specialist

NexRep LLC; North Carolina; Remote; USD 25,000 - 44,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent marketplace contractors, identifying trends and working with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-hoc monitoring, reviewing customer satisfaction data, providing recommendations, and participating in calibration sessions with clients to align scoring.

Qualifications

• Proficiency in Microsoft Office 365 with strong Excel skills.
• Ability to collaborate with team members and provide constructive feedback.
• Excellent attention to detail and ability to work independently.

Responsibilities

• Assess that quality of the agents’ interaction with customers meets client’s standards.
• Monitor agents in real time or after the fact to ensure proper workflow is being used.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with NexRep’s client to ensure alignment in scoring.
• Provide feedback to NexRep certification and operations team based on quality results.
• Review customer satisfaction data to identify trends for NexRep’s clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Collaboration

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent marketplace contractors, identifying trends and working with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-hoc monitoring, reviewing customer satisfaction data, providing recommendations, and participating in calibration sessions with clients to align scoring.